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Presentation by John Stanton, Communications Alliance

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Presentation delivered by John Stanton, Communications Alliance at the ACMA's Reconnecting the Customer: Mobile Network Performance Forum. …

Presentation delivered by John Stanton, Communications Alliance at the ACMA's Reconnecting the Customer: Mobile Network Performance Forum.

Thursday 14 November 2013, Melbourne

Published in: Technology, Business

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  • 1. COMMUNICATIONS ALLIANCE ACMA Mobile Network Performance Forum Melbourne 14 November 2013 John Stanton, CEO Communications Alliance
  • 2. Mobile Australia – Challenges & Achievements • Population Density = 2.97 persons/sq. km • Mobile coverage cost 10x fixed • Mobile network coverage: >99% of population • > 30 million services • > $10 billion industry investment in past 2 years
  • 3. Mobile Networks are different •Each cell a shared resource •Performance can be influenced by: •User location •Number of users in the cell at any time •Spectrum in use and device compatibility •Distance from base station •Weather conditions, topography, buildings •Building design and materials for indoor calls •Type of device/handset •Antenna design
  • 4. Monitoring, planning & improving mobile networks •Carriers monitor performance indicators e.g. call setup, drop-outs, data throughput, congestion •Drive trials and robots/probes •Network upgrades identified & scheduled in advance via congestion forecasting and making use of customer feedback •Objective is to identify and rectify performance issues before they are noticeable to customers •COWs deployed to cope with temporary geographic/demand challenges e.g. special events, natural disasters
  • 5. Complaint Handling • Complaints managed in line with Telecommunications Consumer Protections (TCP) Code 2012 • Typically: • Customer Care staff classify nature of complaint • Complaint escalated is not resolved on first contact • Network Teams receive data on network coverage complaints and determine cell location and status • Root causes identified • Customer/coverage guarantees made available where desired and relevant e.g. for recently acquired customers • Complaints that reach the TIO dealt with via normal processes
  • 6. Australia’s Mobile Network Performance •J.D. Power & Ass. Australian Wireless Network Quality Study (2012 & 2013) •Response from >1,900 wireless users across all States •“……scores in the Australian market mirror those in the United States overall” (2012 finding) •Performance across different carriers has become more consistent (2013 finding) •Overall performance improved in 2013 – particularly re mobile data connections, in line with growing introduction of 4G
  • 7. Australia a world leader in mobile value OECD Study” “Mobile Handset Acquisition Models” 2013 Figure 14: Basket mobile 100 calls + 500 MB, including VAT, per month, February 2012
  • 8. Australia a World Leader in Mobile Value OECD Study“Mobile Handset Acquisition Models” 2013 Figure 15. Basket mobile 300 calls + 1GB, including VAT, per month, February 2012
  • 9. Australia a world leader in mobile value OECD Study“Mobile Handset Acquisition Models” 2013 Figure 16. Basket mobile 900 calls + 2 GB, including VAT, per month, February 2012